FLEX Director, Loyalty Member Experience Design

This is a temporary position. 

Job Summary

The FLEX Director, Loyalty Member Experience Design, will be responsible for development of strategic enhancements to the Marriott Bonvoy member experience design. This position will play a critical role in transforming the future of Marriott Bonvoy loyalty member benefits and elite qualification by integrating and synthesizing learnings from customer research, data analytics, market research, hospitality industry knowledge and customer loyalty expertise to identify and execute opportunities to improve member experience, engagement, and customer lifetime value. The role must act as a champion -- driving change and bringing to life new enhancements that excite and engage members through orchestrating initiatives across many different disciplines (Loyalty, CX, Digital, Technology, Analytics, Global Operations, Marketing, Brand, Revenue Management, CEC, Continent teams, Finance, etc.). This role must leverage exceptional leadership, strategic vision, innovation, analytics, business acumen, technical understanding, and project management skills to organize, influence, and drive results that meet business objectives within aligned upon budgets and timelines while working across a variety of stakeholders in the organization. 

Candidate Profile

Education and Experience Required 

8+ years’ experience in the hospitality industry, preferably in loyalty demonstrating progressive career growth and a pattern of exceptional performance 

4-year degree from an accredited university in Business Administration, Hospitality Management, or related major; or equivalent experience 

Experience managing and defining and executing transformational strategies for business units Proven track record preparing PowerPoint presentations and written communications to senior executives to drive organizational alignment, decision making, and tracking 

Preferred 3+ years of professional experience in strategy or management consulting MBA with concentration in strategy & operations, marketing, or economics 

Expert understanding of hospitality space and the needs of different tiers of brands and segments of consumers. Project management skills, including a demonstrated ability to lead multi-functional project teams to drive concrete results and actions Must have excellent relationship development and management skills with both internal and external business partners; ability to say no with defensible business rationale and supporting analytics 

Proven ability to interact and influence all levels, incl. executives, of the organization through persuasive communication and analysis, i.e. strong executive presence and creditability

Superb strategy skills with ability to operate in ambiguity, apply thought frameworks to define approaches, synthesize data/information, and develop well thought out proposals and recommendations to senior leadership 

Core Work Activities

Day-to-Day Lead of Marriott Bonvoy 

Loyalty Transformation Interfaces with Global Technology, Enterprise Architecture, Revenue Management, Global Operations teams to define requirements and provide business direction in the technology development process to ensure that loyalty requirements and priorities are captured

Works closely with Global Technology, Global Operations, Revenue Management, MGP/BTO and other disciplines (CX, Digital, Marketing, Continents, CEC, etc.) to ensure that Loyalty business needs are effectively communicated and technical constraints are understood Develops presentations for various stakeholders including senior leadership, to articulate concepts, competitive insights, consumer research insights, analytical insights, concept alternatives and proposed solutions 

Perform business analysis to evaluate loyalty product enhancements and potential new offerings taking into consideration the customer, business, and competitive landscape 

Develop business cases to influence stakeholders and leaders on the ROI, benefits, and value created by enhancements to the digital and member experience Manage multiple workstreams across domains and partner with discipline teams to drive execution of loyalty initiatives to meet delivery dates

Drive accountability across disciplines to maximize member value while cultivating and improving loyalty value proposition 

Provide project management manage cross-discipline implementation plans for the development and activation of product enhancements 

Define and articulate business requirements for technology teams and collaborative effectively to prioritize product enhancements 

Understand the technology ecosystem (e.g. Loyalty, CRS, PMS, etc.) and implications associated with new products or enhancements 

Actively participate in technology-led sessions to convey and champion the business perspective 

Communicate and share proposed approaches with key organizational stakeholders and integrate feedback Prepare high quality deliverables that articulate a persuasive story and proactively address stakeholder perspectives 

Possess a high degree of intellectual curiosity to explore innovative approaches for addressing key business questions and formulating alternatives/solutions to key challenges 

Managing Marriott Bonvoy Projects Leads current and future-looking projects that drive engagement and customer lifetime value with Marriott Bonvoy members – either related to new design components or optimizing impact of features within the existing program Develops specific goals and plans to prioritize, organize, and accomplish the mission of enterprise projects related to membership. Champions leaders’ vision for product and service delivery Makes and executes the necessary decisions to keep moving forward toward achievement of goals. 

Determines priorities, schedules, plans and necessary resources to promote completion of any projects on schedule. 

Analyzes information and evaluates results to choose the best solution and solve problems that create more excitement around the Marriott Bonvoy’s program. Thinks creatively and practically to develop, execute and implement new project plans. 

Generates and provides accurate and timely results in the form of reports, presentations, etc.; able to communicate verbally and written in a clear, concise manner

At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates.  We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law. 

All locations offer 401(k) plan, stock purchase plan, discounts at Marriott properties, commuter benefits, employee assistance plan, and childcare discounts.  Benefits are subject to terms and conditions, which may include rules regarding eligibility, enrollment, waiting period, contribution, benefit limits, election changes, benefit exclusions, and others. Click here to learn more.
Full-time positions also offer coverage for medical, dental, vision, health care flexible spending account, dependent care flexible spending account, life insurance, disability insurance, accident insurance, adoption expense reimbursements, and paid parental leave. 
Washington Applicants Only: Employees will accrue paid sick leave, 0.0384 PTO balance for every hour worked and be eligible to receive minimum of 9 holidays annually. 
Marriott HQ is committed to a hybrid work environment that enables associates to Be connected.  Headquarters-based positions are considered hybrid, for candidates within a commuting distance to Bethesda, MD; candidates outside of commuting distance to Bethesda, MD will be considered for Remote positions.